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service Now

Company: Han IT Staffing
Location: Wayne
Posted on: January 25, 2023

Job Description:

ServiceNow

New Jersey (Hybrid)

Job Description Responsibilities:
MUst Skills : ITSM, Subject Matter Expert
Operational Management:
- Strong understanding of service management frameworks (ITIL); working knowledge of integrated service management tool(s) such as ServiceNow.
- Develop and enforce issue and request handling as well as escalation policies and procedures.
- Monitor incident trends and anticipate potential problems for proactive resolution.
- Manage exceptions to the process; look for opportunities to remediate and prevent recurrence of the exception. Partner with the AGT team to enable processes via leading industry technologies (e.g. Remedy, Service Now).
- Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.
- Educate, enable and promote Service Management awareness of and access to Service Management processes.
- Manage the service lifecycle of new and existing Service Management processes, including new process design, introduction, amendment and retirement.
- Practical experience and understanding of Information Systems (IS) Incident and Problem Management principles and process lifecycle
- Solid documentation skills, particularly in writing enterprise level guidelines, Standard Operating Procedures (SOPs) and other procedures
- Manages the implementation and maintenance of disaster recovery plans and activities in assigned areas. Maintains current contact information for all employees in applicable areas and communicates with non-recovery employees during a disaster.
- Remain up to date with technical and industry developments
- Motivate and lead a team while ensuring alignment with the company's values and One Transamerica culture.

Metrics & Reporting:
- Meet Key Performance Indicators/metrics for IT Service Management.
- Ensure that all project commitments are met or exceeded.
- Track process performance across IT and communicate outcomes to the senior management, IT, and business leadership.
- Track and analyze trends in service requests and generate statistical reports.
- Manage service providers in a 24x7 support model, ensuring escalation processes support best practice incident management.
- Guide the development of new or changed Service Management processes
- Responsible for identifying opportunities for process improvement including the development and implementation of best practices and continuous improvement initiatives for business unit

Qualifications
- Bachelor's degree in information technology, computer science or related discipline, or equivalent experience.
- Three years of technology and related management experience, including IT service management experience.
- Three years of experience working with cross-functional teams and staff of all levels including managed service providers.
- ITIL v3 certification, or formal training in ITIL/ITSM plus equivalent work experience.
- Experience overseeing and executing in ITIL operations processes including, but not limited to incident management, problem management, and change management
- Customer service skills with excellent written and oral communication skills.
- Problem solving skills.
- Interpersonal and relationship management skills.
- Ability to prioritize and multi-task.
- Familiarity and practical application of advanced principles of ITIL/ITSM.
- Track record developing and providing SLAs and service desk deliverables.
- Demonstrated progressive experience in the management of a technical support team.
- Ability to work in a dynamic changing agile environment with tight deadlines.
- Ability to enact change across an organization in the absence of a direct reporting relationship.
Preferred Qualifications:
- Experience and understanding of the financial services or insurance industry, including the applicable business and technology processes and supporting technology architectures
- Master's degree in information technology, business administration or related field.
- Experience executing change management programs.
- Experience with service management across different locations and a multi-sourced environment.
- Ability to coordinate cross-functional teams towards task completion and facilitate consensus across key IT personnel.
- Knowledge of business and technology trends for service management.
Working Conditions
- Office environment.
- Moderate travel.

Keywords: Han IT Staffing, Wayne , service Now, Other , Wayne, New Jersey

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